Digital adoption platform
A digital adoption platform (DAP), also known as digital adoption solution,[1] is an automated software tool layered on top of an enterprise application or digital product[2]. A DAP is used to achieve higher adoption rate. It achieves that by guided onboarding (e.g. with guided walkthroughs on how to use the application) and providing insights into users' interaction with the application interface.[3]
Components
[edit]A digital adoption platform is an interface between users and a digital application. A DAP provides automated in-app user guidance with the help of interactive walkthroughs, step-by-step overlays, self-help menus, and contextual information as the user navigates through the application. DAP captures user engagement and workflow information on the backend, which can then be accessed by the organization using analytics.[4][5]
Advanced DAPs are often built with low-code or no-code development tools, allowing businesses to make guidance and engagement workflows without altering the underlying software code.[6]
Use cases
[edit]Employee onboarding
[edit]DAP helps new employees learn how to use the application on the job while they complete tasks using real-time, in-app guidance.[7] DAP can also be considered when an application is newly introduced, upgraded, or consolidated. Customized and contextual automated support provided by a DAP reduces manual support and offline training dependency.[8][9][10]
The organization can obtain insights into the effectiveness and efficiency of its application ecosystem, enabling it to understand and fix the shortcomings in its workflows.[11] Businesses can identify application components resulting in sub-optimal employee experience and low productivity and then make the necessary reconfiguration or decide on further employee training.[12] Usage of DAP has reportedly increased user retention and engagement rate, product adoption, and return on investment on internal applications.[1][13][14][15]
User onboarding
[edit]DAP helps new users of a digital product to achieve their Aha moment and help them get their job done (see Jobs to be done framework), using active guiding methods (such as Guided Product Walkthrough, User Onboarding Checklist) or passive guided methods (such as Hotspot Beacons).
The Return on investment is on increased Customer retention. On mobile applications, customer retention rate goes down to around 3% after 30 days post-installation[16][17]. Nearly 25% users will abandon a mobile application after using it just once.[18] This is an issue because there is a direct link between profitability of a company and the user churn rate.[19]
Challenges
[edit]Segmentation
[edit]Different employees of an organization may have different levels of experience in using enterprise software. The DAP, therefore, needs to deliver targeted and segmented guidance to ensure that the user experience does not get impacted by excessive or inadequate guidance information.[20][21]
See also
[edit]- Digital transformation
- User activity monitoring
- Robotic process automation
- Electronic performance support systems
- Web log analysis software
References
[edit]- ^ a b Hilbert, Melissa (21 May 2019). "Increase Sales Productivity With Digital Adoption Solutions". Gartner. Retrieved 28 March 2022.
- ^ "Gartner". Digital Adoption Platforms Reviews and Ratings. Retrieved 2024-12-19.
{{cite web}}: CS1 maint: url-status (link) - ^ Berman, Marc (24 April 2022). "Digital Transformation With a Digital Adoption Platform". Programming Insider. Retrieved 2 October 2022.
- ^ "Overlay technologies – opportunities and limits | insights. magazine". insights.tt-s.com. Retrieved 28 March 2022.
- ^ Marco, Nacho De. "Council Post: How To Properly Use Data To Boost Your Tech Adoption". Forbes. Retrieved 29 October 2022.
- ^ "What Is Digital Adoption?". www.walkme.com. Retrieved 28 March 2022.
- ^ Sundarason, Raj (2021). The DAP Strategy: A New Way of Working to De-Risk & Accelerate Your Digital Transformation. Dap Publishing Pte Limited (published October 27, 2021). ISBN 9789811816499.
- ^ "Adding a digital adoption platform for enterprise software users: What you need to know". MSDynamicsWorld.com. Retrieved 28 March 2022.
- ^ "Digital Adoption Platform is essential to the new way of working". Hindustan Times. Retrieved 28 March 2022.
- ^ Alex, Moira (8 January 2021). "How digital adoption solutions will improve employee usage, engagement, and productivity in 2021". TechRepublic. Retrieved 28 March 2022.
- ^ "Five must-known learnings from The Digital Adoption Drive report". UNLEASH. 11 August 2022. Retrieved 2 October 2022.
- ^ Eichler, Felix. "Council Post: How Better Digital Adoption Strategies Can Empower Your Employee Experience—And Your Business". Forbes. Retrieved 2 October 2022.
- ^ Newman, Daniel (2 August 2021). "Want To Improve Digital Adoption? Harness The Data". Forbes. Retrieved 28 March 2022.
- ^ "How Digital Adoption Platform Helps in Digital Transformation". Express Computer. 19 March 2021. Retrieved 28 March 2022.
- ^ Sweary, Rafael. "Workplace Tech Has Forgotten The End User". Forbes. Retrieved 2 October 2022.
- ^ "5 Tips on Reducing the Customer Churn Rate with an Effective Onboarding Process". Usetiful Blog. 2024-12-19. Retrieved 2024-12-19.
{{cite web}}: CS1 maint: url-status (link) - ^ Ceci, Laura (January 2024). "Retention rate on day 30 of mobile app installs worldwide in 3rd quarter 2023, by category". Statista. Retrieved 2024-12-19.
{{cite web}}: CS1 maint: url-status (link) - ^ Chapin, Bree. "First Impressions: A Guide to Onboarding UX". Toptal. Retrieved 2024-12-19.
{{cite web}}: CS1 maint: url-status (link) - ^ Aurélie_1, Lemmens_2, Lemmens_1, Gupta_2. "Managing Churn to Maximize Profits" (PDF). Harvard Business School. Retrieved 2024-12-19.
{{cite web}}: CS1 maint: multiple names: authors list (link) CS1 maint: numeric names: authors list (link) CS1 maint: url-status (link) - ^ "Digital Adoption Drive: Unlock the Full Potential of Your HR Tech Stack". UNLEASH. 30 March 2021. Retrieved 2 October 2022.
- ^ Lepofsky, Alan (12 May 2017). Digital Adoption Platforms. Constellation Research. Retrieved 17 April 2022.